Evaluating reference services a practical guide - Whitlatch, Jo Bell (American Library Association, 2000)
Includes bibliographical references and index
Planning the evaluation of reference services -- Selecting appropriate evaluation methods -- Collecting, analyzing, and communicating study data and results -- Reference assessment annotated bibliography -- contributors
To make sure library customers are satisfied with what the modern library has to offer, one of the leading reference researchers has outlined practical methods for evaluating reference services. Whitlatch's library-tested tools will make it easy to determine what is working and what is not in the reference department. Her proven techniques will help you to: -- Create a planning strategy. -- Select the best evaluation tools for specific needs. -- Understand the strengths and weaknesses of various collection tools. -- Collect and analyze data more effectively. -- Communicate results to improve reference services and maintain funding